01
The reason arrives with the score
A static open-text follow-up converts in single digits and produces one-liners. A conversational follow-up probes the answer while the customer is still engaged.
NPS survey questions beyond the score.
The NPS question itself is standardized, don't reinvent it. Everything that makes NPS useful happens in the follow-up. Below: the correct core wording, plus the follow-up sets for promoters, passives, and detractors, which Diaform can ask adaptively, in a real conversation.
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Why run NPS follow-ups as a conversation
02
Different scores get different questions
A 3 and a 9 deserve entirely different conversations. The AI branches on the score automatically, then adapts further based on what the customer says.
03
Voice for detractor depth
Frustrated customers say far more out loud than they'll type. Voice answers run 2-3× longer, and sentiment on the transcript separates annoyed from done.
04
Promoters route to testimonials
When a promoter's story is strong, the same conversation can ask for a publishable quote, with consent, while the goodwill is right there.
05
Alerts on at-risk accounts
A detractor score from a key account pings Slack immediately with the summarized reason, while an intervention can still land.
06
Themes across every response
Summaries, sentiment, and aggregate analytics turn hundreds of follow-up conversations into the ranked list of what's driving your score.
NPS question sets you can use
Copy these into any survey tool, or run them in Diaform, where the AI adapts the follow-up to each customer's score and answer.
01
The core NPS question (use as-is)
The standardized wording. Keep the 0-10 scale and this phrasing for benchmark comparability.
MESSAGE
How likely are you to recommend [company/product] to a friend or colleague? Scale: 0 (not at all likely) to 10 (extremely likely) Segments: 9-10 promoters · 7-8 passives · 0-6 detractors NPS = % promoters − % detractors
02
Follow-ups for detractors (0-6)
The highest-value conversation in NPS. Goal: the specific driver, and whether it's fixable.
MESSAGE
1. What's the main reason for your score? 2. What happened, walk me through the last time it let you down. 3. What would need to change for that score to become an 8 or higher? 4. Is this something recent, or has it been building for a while? 5. Is there anything we could do for you right now?
03
Follow-ups for passives (7-8)
The forgotten segment, closest to converting either direction.
MESSAGE
1. What's keeping your score from being a 9 or 10? 2. What do you value most about the product today? 3. Have you considered alternatives? What prompted that? 4. If we fixed one thing for you this quarter, what should it be?
04
Follow-ups for promoters (9-10)
Learn what to protect, and open the door to advocacy.
MESSAGE
1. What's the main thing behind your score? 2. What would you tell a colleague who asked about us? 3. Was there a moment when the product really proved itself? 4. Who else do you think would benefit from it? 5. Would you be open to sharing that as a short testimonial?
05
Transactional NPS (after an interaction)
Tie the score to a specific event: support ticket, onboarding, delivery.
MESSAGE
1. Based on your recent [interaction], how likely are you to recommend us? (0-10) 2. What about that experience most influenced your answer? 3. What should we have done differently? 4. Did this experience change how you feel about [company] overall?
Frequently asked questions.
The practical details behind setting up, running, and scaling this kind of research with Diaform.
"How likely are you to recommend [company] to a friend or colleague?" on a 0-10 scale. Keep this wording and scale intact, comparability with benchmarks depends on it. Customize the follow-ups, never the core question.
More conversations your team can run.
Explore the other ways Diaform can turn a static request for feedback into a useful conversation.
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